Insights Manager

Job Title: VOC Insights Manager

Location: Bergen County, NJ - onsite

Duration: 6 months temp to perm

Salary: $100-115,000/year

Pay Range: $45 - $55/hour (W2) and upto $110K Per Annum

About TSR

TSR is a trusted staffing and workforce solutions partner with more than 50 years of experience delivery highly qualified talent to support clients' most critical business and technology initiatives. Through a disciplined approach to sourcing, candidate vetting, and delivery, TSR helps organizations scale teams quickly while maintaining quality and reliability. TSR operates with a global delivery model, leveraging specialized teams to support enterprise clients across North America and beyond.

In June 2024, TSR was acquired by Justin Christian, founder and CEO of BCforward, a global provider of professional services and workforce solutions. This partnership expands TSR's ability to deliver broader capabilities, global delivery resources, and enhanced opportunities for both clients and consultants.

Job Description

We are seeking a VOC Insights Manager to join our team supporting CLIENT’S and CLIENT’SE. The role manages CLIENT’S’s Voice of Customer ecosystem and converts structured and unstructured feedback into actionable insights that improve CLIENT’S.com and the broader customer experience. The position blends VOC platform ownership (Qualtrics XM Discover), advanced text analytics, and stakeholder enablement to drive adoption of VOC insights across the organization.

Responsibilities:

• Configure, manage, and optimize VOC data feeds across digital touchpoints.
• Monitor data flow health, completeness, and accuracy, and troubleshoot ingestion issues with IT and Qualtrics.
• Maintain consistent tagging, taxonomy, and data governance across sources.
• Develop and maintain NLP-based categorization models and sentiment frameworks.
• Build and refine VOC taxonomies aligned to business use cases with ongoing model tuning, validation, and monitoring.
• Implement scalable approaches to model updates and retraining.
• Analyze VOC data to identify experience drivers, root causes, and emerging issues.
• Synthesize structured and unstructured feedback into clear insights and connect findings to digital performance metrics.
• Build and maintain VOC dashboards in Qualtrics and related tools with executive-ready summaries and deep dives.
• Translate complex data into actionable narratives and deliver recurring and ad hoc readouts.
• Partner with eCommerce, Marketing, Product, and CX teams to address business needs and provide advisory support.
• Conduct platform demos, training sessions, and enablement workshops to drive self-service adoption.

Required Skills & Qualifications:

• Bachelor’s degree.
• 3+ years in a technical, consulting, or client-facing role.
• Experience in market research, business analysis, data analysis, and/or linguistic studies.
• Hands-on experience with text analytics and statistical modeling techniques.
• Ability to translate data into clear visuals and dashboards, preferably within Qualtrics XM Discover.
• Proven analytical skills focused on delivering actionable insights.
• Strong communication skills, written and verbal, with stakeholder engagement experience.
• Self-starter able to manage multiple projects in a fast-paced environment with strong prioritization and attention to detail.

Preferred Skills:

• Experience building VOC taxonomies, sentiment frameworks, and NLP categorization models.
• Experience with Qualtrics XM Discover or similar VOC platforms.
• Familiarity with software or front-end development concepts.

Why TSR?

• At TSR, we believe in advancing lives and careers. When you join our team, you gain access to:
• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

About Our Commitment

TSR is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.

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